Refund Policy

1.     Purpose

This Refund Policy outlines the conditions under which guests may receive refunds for reservations made at the Hotel. The policy is designed to ensure fairness, clarity, and compliance with applicable laws and International hospitality standards.

2.     General Cancellation and Refund Terms

2.1     Standard Reservations

·       Free Cancellation Window: Guests may cancel their reservation up to 48 hours before the scheduled check-in hour with no penalty.

·       Refunds: A full refund of any deposit or prepayment will be issued for cancellations made within this free cancellation period.

·       Late Cancellations: Cancellations made less than 48 hours before check-in will incur a cancellation fee equal to the first night’s room rate.

·       No-Shows: Guests who do not arrive on the check-in date and hour without prior notice will be charged 100% of the first night’s stay, and no refund will be issued.

2.2           Restaurant Bookings and Reservations

·       A reservation request sent does not mean that you have booked a table, it is necessary to check if there is a table available as at the time of the request and if so, a reservation confirmation is on proof of deposit of M500 which is non-refundable.

·       Cancellation Window: Guests may cancel their reservation up to 48 hours before the scheduled check-in hour.

·       Refunds: Deposits are non-refundable for restaurant reservations, if a guest has made a prepayment for the reservation, a refund of the payment made by the guest less M500 deposit fee will be issued for cancellations made within this cancellation period.

·       Late Cancellations: Cancellations made less than 48 hours before check-in will incur a cancellation fee equal to 80% of total booking sum.

3.     Early Departures

•        Guests who decide to check out a day (24hrs) or days earlier than planned may be charged an early departure fee equal to one additional night’s stay or all days planned but not utilised.

•        Refunds for unused nights may only be issued if early departure is due to verified emergencies or exceptional circumstances, as assessed by hotel management.

4.     No Show Policy

•        A no-show is defined as failure to check in on the scheduled arrival date and time without prior adequate notice as required.

•        No-shows will be charged according to the reservation guarantee (typically the first night’s stay), and the remainder of the booking may be cancelled automatically.

5.     Group Bookings and Events

5.1     For reservations of 5 rooms or more, or for event-related bookings:

·        Deposits for group bookings are often partially or fully non-refundable, depending on the agreed contract.

5.2           Reservations for the Restaurant:

•        If the group reservation is cancelled less than 48hrs, before the start of the service, Thabeng Hotel & Restaurant reserves the right to charge the guest 80% of the total booking sum for loss of business.

6.       Special Circumstances

Refunds may be considered if cancellation is due to:

·        Serious illness or hospitalization

·        Extreme weather conditions or road closures within Lesotho that prevent travel

·        National emergencies or government-imposed travel restrictions

Supporting documentation may be required. Approval is at the discretion of hotel management.

7.       Refund Processing

·        All approved refunds will be processed within 7–14 business days.

·        Refunds will be issued using the same payment method used for the original booking unless otherwise agreed.

·        The hotel is not responsible for delays caused by banks or payment processors.

8.       Amendments to This Policy

Thabeng Hotel & Restaurant reserves the right to amend this Refund Policy at any time. Updates will be posted on the hotel's website and communicated at the time of booking.